PortaOne Auto Attendant
Over View
The Media Server’s auto attendant is composed of a set of menus. When a caller dials the system, auto attendant will answer(connect) the call and proceed to the ROOT menu. And then the user’s input will be matched with the corresponding menu items, and the action associated with this item will be performed.
How to Configure
1. Log in Customer Self-care Interface
On this page, you can set the time to activate the Attendant. Also, you can select how calls will be processed when the ROOT menu is inactive.
2. Assign Actions to Events
On Actions tag, click on Add.
User Input:
l 0-9, #, * – User selection on telephone keypad.
l No input – Do not dial any key. When selected, the Timeout option appears. It defines the maximum number of seconds the system waits until a user dials a key. If the system receives no key during this interval, it performs the defined action.
l Fax – Transmits the fax CNG tone.
Action:
l Do Nothing – Performs no action. You can use this action to cancel the action that was previously used for the current user’s input.
l Dial-by-name directly – Launches this company’s dial-by-name directory. This allows a caller to look up a person by using the first three letters of their extension name.
l Transfer – Transfers the call to a given telephone number or extension. The phone number should be entered in the same format as the customer would use to dial it from an IP phone in his IP Centrex environment; for example, to transfer a call to extension 123, simply enter 123.
l Transfer to E.164 Number – Transfers the call to a given number. The number should be specified in E.164 format: the country code, followed by the area code, and then the number (e.g. 19070712231 for Canada).
l Transfer to Voicemail – Switches to voicemail mode. This should be designated as an action for the “Fax” event, in order to allow storage of received faxes.
l Prompt for extension # – You will hear the prompt to enter the extension number. You can specify the maximum allowed number of digits in an extension (Max Size).
l Dial extension directly – Transfers a call to an extension number entered by the caller. The extension number should start with the same digit as the “Dial extension directly” option. To prevent abuse (e.g. someone attempting to enter a long-distance number via this process), you can specify the maximum allowed number of digits for the extension (Max digits for extension number).
l Disconnect call– This disconnects a call. You can use this action to play a prompt and disconnect a call when the menu is inactive or when the caller presses / does not press a key. Note that if you do not enable the Play Before Action option for this action, the system will immediately disconnect a call.
l Queue “Name” – Transfers the user to the selected queue. You can only select the call queue if you have previously configured it.
l Menu “Name”– Transfers the user to the selected menu. You can only select the menu if you have previously configured it.
How to Use
When the Auto Attendant is active, the calls to you will be answered by Attendant. More details please refer to Configuring the Auto Attendant Functionality.